Business Analyst (Seasonal) - IROC Product Engagement Team

Ondaro (US)

11d•Remote

About The Position

Ondaro is with you for what comes next. Ready to elevate your work experience? At Ondaro, you get to collaborate with incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation. Ondaro invites you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees. Ondaro is looking for a seasonal Business Analyst to be an integral member of a high-performing team responsible for supporting the IROC Enterprise and its user community in a fast-paced, change positive, environment.

Requirements

Ability to qualify for a U.S. Federal Government Moderate Risk Position via background check (this is Mandatory)
Minimum 3 years IROC experience in the dispatch/expanded environment.
Ability to work remotely.
Capability to deliver as a multifaceted team member as well while working independently.
Demonstrate emotional intelligence through responsible decision making.
Ability to clearly communicate needs and issues to best serve the client and the project team.
Ability to communicate (verbal and written) in a clear and concise manner.
Ability to be an active listener.
Ability to work effectively in an environment with many competing and high priority demands, often navigating ambiguity.
Adaptability for constant change and a hunger to consume new information and ideas.
Analytical and creative problem-solving skills.
Excellent written and verbal communication skills.
Ability to serve in an on-call capacity (including nights, weekends and holidays).

Nice To Haves

Experience with programs such as VIPR, HEMS, IQCS, IQS, CFQMS, IRWIN, FAMAuth, eAuth/Login.gov, Remedy, etc. are a plus.
Wildland Fire field experience is a plus.
Dispatching experience for a Wildland Fire Agency is a plus.

Responsibilities

Utilize the integrated ticketing system to track all Help Desk tickets through resolution.
Provide actionable insights by identifying issues, researching solutions, and guiding customers through corrective steps and/or elevating issues to the development team.
Create a positive customer experience.
Capture team best practices, processes and procedures as well as documenting activity in numerous different systems and knowledge base articles.
Will be On Call during nights, weekends and holidays.
Work schedule may include weekend days.
Utilize feedback to sustain and enhance IROC Enterprise capabilities.
Participate in testing and documenting test results and work with development teams to fix problems.
Gain knowledge of the ServiceNow platform and contribute to enhancing IROC Enterprise capabilities.
Attend and contribute to meetings with the Product Engagement team, IROC Development Team, ICLIP Development Team, Client, and others as needed and/or combinations of all of these.
Travel to onsite meetings as designated by the Client and/or Ondaro.